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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Recipient of the email...
Microsoft Dynamics CRM (Archived)

Recipient of the email is added to "TO" field each time we click on Reply All

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Posted on by Community Member Microsoft Employee

Recipient of the email is added to "TO" field each time we click on Reply All to an email thread.
So if I click on Reply All once the recipients email address is mentioned in TO field once
When we click on Reply All the 2nd time on the same thread - the recipients email address is mentioned in TO field Twice
When we click on Reply All the 3rd time continuing the thread - the recipients email address is mentioned in TO field Thrice
This behavior goes on and on.

This makes the to list have as many duplicates of the CRM users record in the to line as times they have hit Reply All.

Our current process has the users reply all to a thread up to 20 times for a single thread.  The average support email has 4-6 people copied so the reply all is the process we need but because of this duplicating of the person hitting reply all in CRM we end up with a 'TO' recipient list which is long and hard to look at in CRM, outlook, etc.

The expected behavior is that the Email address in the From field should not be displayed in the To field.

Here is a simple test example where Hoss Hostetler got an email from Ravi and then Hoss hostetler clicked Reply all on the email three times to send back to Ravi and others.  You can see that the to field was shows in each email as

Email 1: Ravi S

Email 2 (first reply all from within CRM): Hoss Hostetler, Ravi S

Email 3 (second reply all from within CRM): Hoss Hostetler, Hoss Hostetler, Ravi S

Email 4 (third reply all from within CRM): Hoss Hostetler, Hoss Hostetler, Hoss Hostetler, Ravi S

If you continue hitting reply all from within CRM, very quickly you can only see the Hoss hostetler in the To field in the email list and you end up with many many email addresses for the person sending form within CRM in the to line.

It would be great for this to not duplicate the recipient each time replay all is used within Dynamics CRM Web UI.

Anyone have a way of changing this behavior or code to fix it on the Email form within CRM?
Will Microsoft fix this in future releases.

Thanks
  Hoss

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Recipient of the email is added to "TO" field each time we click on Reply All

    This is the same issue we are running into while using Dynamics CRM as a solution for support work. The duplication of users in the "To:" list in both Outlook and CRM while using the "Reply All" function within Dynamics CRM can quickly balloon into a difficult to read mess and requires manual deletion of the duplicates.

    As this is not how Outlook behaves, I was hoping this could get addressed in a hotfix or future update to match expected Outlook behavior.

    Q: Is there any plan to address this in a future update?

    Q: Is there any workaround, setting, or simple custom code we can use to to avoid this issue until an update addresses it?

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